Refund policy

RETURNS AND COMPLAINTS POLICY — ONIVELLE™ B2B

1. General provisions

The ONIVELLE™ online store at https://onivelle.pl is operated by ONIVELLE Edyta Ostrowski, NIP 8491405815, REGON 543635270.

The Store sells women's clothing wholesale exclusively to verified businesses (B2B). This policy governs returns, withdrawal from contracts and the submission and handling of complaints.

2. Returns in standard B2B sales

For contracts between businesses concluded within their professional activity, the Buyer has no statutory right to withdraw without reason within 14 days.

Returns of conforming goods in these transactions require prior agreement and acceptance of the return terms by ONIVELLE™.

This does not restrict the Buyer's rights arising from defective goods or other grounds provided by applicable law.

3. Entrepreneurs entitled to statutory protection

A natural person running a business who concludes a contract directly connected with that business but not professional in nature for that person may have rights under the Consumer Rights Act.

Where a statutory right to withdraw from a distance contract applies, the period is generally 14 days from receiving the goods, subject to statutory calculation rules and exceptions.

Sending a withdrawal declaration before the deadline is sufficient. It can be emailed to biuro@onivelle.pl or sent in writing to the Seller's registered office. The form at the end of this policy may be used, but is not mandatory.

4. Consequences of valid withdrawal

When validly exercising a statutory withdrawal right, the Buyer must return the goods without undue delay and no later than 14 days after informing the Seller, unless the Seller has undertaken to collect them.

Payments due are refunded without undue delay and no later than 14 days after receipt of the withdrawal declaration, subject to any statutory right to withhold reimbursement until the goods or proof of return dispatch are received.

The refund includes amounts required by law, including the appropriate original delivery costs.

The Buyer bears direct return costs if properly informed of that obligation and unless law provides otherwise.

The Buyer may be liable for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

Withdrawal rights do not apply in cases specified by law, particularly where the statutory conditions for non-prefabricated goods made to the Buyer's specifications or meeting their personalised needs are satisfied. Simply labelling a product as available to order does not establish this exception.

5. Product complaints

The Buyer may complain about defects, discrepancies between goods and the order, quantity shortages or other irregularities in contract performance. Complaints can be sent to biuro@onivelle.pl.

We recommend providing the order number, business details, a description of the problem and the Buyer's requested remedy. Photographs may help assess the complaint, but their absence does not prevent a claim.

In ordinary B2B transactions, the Seller's liability is considered under the Civil Code and the particular contract. For entrepreneurs granted special statutory protection, the applicable rules concerning non-conformity of goods with the contract apply.

Where a statutory duty to respond within 14 days applies, complaints are handled within that period and with the legal consequences of failing to meet it.

6. Payment complaints and refunds

Electronic payments in the Store may use Paynow, PayPal and other methods available at checkout.

Refunds following accepted complaints, valid withdrawal or individual arrangements are made in accordance with law and the terms of the particular transaction. Where possible, the original payment method is used.

Technical issues with payment authorisation and processing may also be reported to the relevant payment-service provider. ONIVELLE™ handles complaints about the sales contract, products and order fulfilment.

7. Returns and complaints address

After agreeing how the submission will be handled, goods may be sent to:

ONIVELLE™ Showroom
ul. Rzemieślnicza 35
Hala S, Box 131
95-030 Rzgów, Poland
Email: biuro@onivelle.pl
Phone: +48 532 518 869

Prior contact is organisational only and is not a condition for validly exercising statutory withdrawal or submitting a complaint.

8. Sample withdrawal form

This form is for Buyers entitled to a statutory withdrawal right.

To: ONIVELLE
ul. Michała Kajki 10/12
10-547 Olsztyn, Poland
Email: biuro@onivelle.pl

I hereby give notice of withdrawal from the sales contract for the following products: ____________________

Order number: ____________________
Date goods received: ____________________
Buyer's full name: ____________________
Business name: ____________________
Address: ____________________
Date: ____________________
Signature (paper forms only): ____________________

9. Final provisions

This policy does not restrict Buyer rights arising under mandatory law. Matters not covered are governed by the law applicable to the particular contract.